Customer Success (Partner Success Manager / Account Management)

We are looking for someone to join our team in a role focused on customer success. You must bring deep understanding of the K-12 teacher experience in order to design and support implementation of the Edthena tools within a variety of contexts including schools, districts, and teacher training organizations.

In this role, you will own the entire partner experience. This includes onboarding, training, renewals, and technical support. Your primary interactions will be with with decision makers and stakeholders in organizations using Edthena. Our ideal candidate is an experienced, tech-savvy professional with demonstrable skills in these areas.

You will serve as the primary point of contact to our partners and to our users. You should have evidence of self-managing, perform well under deadlines, and be detail-oriented both in task management and end-products. As one of the voices of our users, you will advocate for product improvements based on their evolving needs and feedback.

This role is about relationships, but it's also about renewals. We use a milestones- and data-based approach to understanding clients' success. We will be looking to understand your past experience tracking performance of others and navigating discussions about money.

Founded in 2011, Edthena is the leading provider of innovative technologies to support educator professional learning and streamline feedback to teachers. The company offers the AI Coach platform, an artificial intelligence-driven solution to guide teachers through coaching cycles; the Edthena Video Coaching platform, the classroom observation and collaboration platform for using videos as part of professional development; and Edthena Organization Libraries, a platform for schools and districts to curate and share best-practice teaching videos. Edthena is the recipient of numerous awards from organizations such as SIIA, District Administration, and Tech & Learning.

The 2024-25 school year is one filled with great opportunity for us with the anouncement of new products in July and fall, as well as general momentum around adoption of the AI Coach platform. We need someone who can help our partners successfully execute their vision related to Edthena as they continue to navigate the unique challenges of their organizations.

We're a small team that's accomplishing a lot. You'll be working directly with the founders of the company in your day-to-day.

We were already working remotely from different locations before the pandemic started, and we have strong structures in place for team collaboration and connection. Expect opportunities to create shared experiences through virtual and in-person activities.

Responsibilities

• Manage complete customer lifecycle: onboarding, training, and renewals
• Support sales operations activities: contract signatures, invoices, etc
• Cultivate champions and develop relationship networks
• Refine existing account management processes to increase effectiveness
• Advocate for product changes based on customer feedback
• Develop and maintain support resources
• Provide technical support for users (via Zendesk)
• Occasionally, participate in events / conferences

Requirements

Overarching any of the bullets we might write below, you must be personally motivated by our vision to ensure all teachers can access the support that they need to have the greatest impact with their students. It will be hard to be successful in this role or at this company without that personal commitment to our work.

• 2+ years K-12 education-sector experience to "know teaching"
• Relevant experience related to managing relationships and revenue
• Experience designing and leading training for adults
• Excellent written communication skills
• Tech-savvy, fast to learn technology and teach it to others
• Experience with Salesforce helpful (not required)
• Project / task management skills and attention to detail
• Good organizational and time-management skills

If you're looking at the above, and you're thinking, I can do all that, I am a Salesforce admin, and I also love to make screencasts and gifs to train others, then we definitely want to talk to you!

Benefits

• Salary + Commission
• Flexible Time Off Policy
• 401k Retirement Plan with Company Matching
• Work From Home
• Health Care Benefits (QSEHRA)
• Stock Option Plan
• Close-knit Team
• Occasional Treats in the Mail

Some notes and instructions for you before you apply:

• UPLOLAD RESUME AS PDF
• Do NOT include a photo on your resume.
• This role is about relationships, but it is also about revenue growth and clear written communication. Make it clear in your cover letter about your K12 and customer success experience. Please paste your cover letter into the appropriate box on the application form vs only attaching it.
• Some job boards do not correctly show our screening questions. We recommend clicking through to the direct application because you must answer the screening questions.
• We understand that in the age of AI it's easy to apply apply apply. But on our end, we're not using AI to screen you. The generic cover letter really won't pique our interest.
• Applicants for this role must be based in a USA mainland time zone to service mostly USA-based clients
• E-Verify and Background Check will be required

LINK TO APPLICATION: https://apply.workable.com/edthena/j/744223E38F/apply/

Remote work allowed #LI-Remote